Customer Service Management
Resume:
CLINTON S. BOLTON JR
Lakeland, Florida 33809
Phone: 863-***-**** 863-***-****
Email: *******@***.***
Key Skills:
Communication - Deals with internal and external customers at all levels via telephone and email, to ensure successful communication. Comfortable communicating with all levels of management.
Leadership – successfully lead organizations as small as 10 employees to as large as 1600 employees
Problem solving - Resolves in-depth queries in a methodical manner independently and with internal and external business partners to find appropriate resolutions, efficiencies and high level of quality.
Team Player - Enjoys sharing knowledge and encouraging development of others to achieve specific team goals.
Customer Focus – Have lead organizations that were recognized for their superior customer service
Planning and organizing - Refined planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner.
Systems knowledge – AS400, iPortal, Microsoft Powerpoint, Excel, Access and Outlook. Experience in preparing and analyzing reporting data for senior management accurately and to timescales.
EMPLOYMENT Bank of America Tampa, Fl 7/2006 - Present
Responsibilities
• Managed up to 10 associates in this role.
• Responsible for the day-to-day supervision and coaching of my team.
• Plan and carry Imaging and File Receipt activities to agreed budgets, volumes and timescales.
• Ensured that the Mortgage Applications and Correspondent leading files are received and processed for imaging in accordance with Bank of America’s policies and procedures.
• Prepared, maintained and submitted production reports daily, weekly and monthly basis for my team.
• Develop and implement programs, policies, and strategies to improve and increase production not only for my site but also for the other two Imaging and File Receipt (IFR) sites.
• Responsible for hiring and firing of associates.
• Lost Note affidavit review.
• Experience in the use of AS 400 and iPortal to research loans.
• Monitor production and report on activities and provide relevant management information to associates as well as senior management.
• Inventory management
• Respond to and follow up enquiries from Home Servicing Specialist and Correspondent lending.
• Tracked and reported production for multiple IFR sites.
• Enforced, tracked and insured compliance with all organizational policies and procedures.
• Developed, wrote and reviewed policies and procedures.
• Coordinate and monitored Bank of America Security policy for multiple IFR sites.
• Tracked, maintained and reported production data on a daily, weekly and monthly basis for multiple IFR sites.
• Tracked and reported compliance training requirements for multiple IFR sites.
• Liaised and attended meetings with vendors and other LOBs as necessary to perform duties, aid business and organizational development.
• Managed employees to ensure the timely distribution and receipt of product while meeting the standards of budget, policies, procedures and quality.
• Monitored my department productivity while staying within budget and meeting company goals.
Agent, Liberty National Life, Lakeland, FL, 6/2005- 6/2006
Responsibilities
• Marketed and sold life and health insurance products.
• Received sales person of the month twice.
UNITED STATES NAVY, 1990-2005 Commanding Officer, Operational Support Center, New Orleans, LA,12/2003-4/2005 Program Director, Military Sealift Command, Washington D C, 2000-12/2003 Director of Plan, Programs, and Requirements; Commander Naval Surface Reserve Force, New Orleans, LA, 04/1998-07/2000 Student, Naval War College, Newport, RI 03/1997-03/1998 Commanding Officer, Navy and Marine Corp Reserve Center, Miami, Fl, 09/21993-2/21997 Ship Executive Officer, Norfolk, Va, 03/1992-06/1993 First Lieutenant, Norfolk, Va, 06/1990-02/1992
Responsibilities
• Performed a wide range of management duties from entry level to senior management.
• Coordinated the efforts of diverse organizations of up to 1600 men and woman.
• Developed and administered annual budgets, cost containment, purchasing and inventory control.
• Experienced in developing and writing policies and procedures for new functions and programs.
• Managed and evaluated staff, providing appropriate feedback regarding performance and project accomplishment.
• Identified objectives, organized needed resources and directed operational efforts for several Navy Commands.
• Effectively managed budgets of up to $250 million.
• Operational logistics specialist.
• Evaluated operational functions for several Navy commands.
• Evaluated employee’s quarterly and yearly performance.
• Managed various Navy programs insuring they operate within budget.
• Managed several projects to successful completion on time.
• Monitored the commands operations to insure all operational requirements and schedules were met.
• Gathered and disseminated information for status reports for presentation to staff and senior management.
• A graduate of the Naval Reserve Command Management course and have received training in property acquisition, in-leasing, out-leasing, management and conservation as well as facility disposal issues.
• Compiled and analyzed financial and performance data
• Analyzed manpower and training development for over 1500 naval reservists assigned to 40 reserve units nationwide.
• Served as Program Technical Advisor for the Merchant Marine Reserve (MMR) Program by assisting the Program Manager and other commands as appropriate,
• Managed the ship's daily routine and the activities common to any marine industrial environment.
• Personally conducted daily inspection of shipboard living conditions to ensure proper sanitation, safety and comfort.
• Supervised the long/short-ranged shipboard and off-ship training.
EDUCATION American Military University, Manassas,VA; Graduate Certificate Homeland Security, 2004 Naval War College, Newport, RI; M.A. National Security and Strategic Studies, 1998 Morehouse College, Atlanta, GA; B.S. Biology/Chemistry, Relevant training: Courses and seminars on Project Management, Leadership and Budgeting COMPUTER SKILLS-MS Word/Powerpoint/Excel/Access/MS Outlook
2-15 Life, Health, and Variable Annuity License
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